Unhelpful and avoid talking to people

This company makes it almost impossible to speak to them. The whatsapp line they rave about providing instant service (because by their own admission you will wait up to 3 hours on the phone) gives you multiple instant access to the same menu and no response except that of a bot. They are failing to release a line from a fully paid up and closed account, which means that line cannot be used by a new tenant. 5 days ago they promised the previous customer that the line would be released within 1 hour. Their response to emails is to inform me the matter is closed